Store Service Quality Research Articles

The Antecedents of Customer Loyalty: Attitudinal and Behavioral Perspectives Based on Oliver's Loyalty Model

Purpose: Customer loyalty is picking up significant enthusiasm from scholastics and business experts on the grounds that both are intrigued by knowing the main thrusts that enhance an organization's competitiveness. Regardless of the imperativeness of customer loyalty, there is still an absence of exhaustive work to investigate how a customer develops loyalty to a specific retailing outlet. The primary objective of this paper was to investigate the antecedents of customer loyalty from both attitudinal and behavioral points of view based on Oliver's Loyalty model. Design/Methodology/Approach: The study setting is on retail-shopping in India, which concentrates on the departmental stores. The information was gathered from selected departmental stores within the National Capital Region (NCR), India. The instrument utilized as a part of the study was a self- administered survey. With respect to the factual examination, structural equation modeling was used to test the theory/hypothesis. Findings: The study unveiled that the antecedents of cognitive loyalty are the components of store image. They are : store atmosphere, facilities, merchandise, service quality, and transparency in transaction. There are three strategic tools that rule the attitudinal perspective, in particular, store picture, customer satisfaction, and loyalty program. The study concluded that the Indian departmental stores' customer loyalty level is evolving in stages. Hence, the establishment of attitude-behavior relationship has a great meaning to the retailers due to its predictive power, particularly in marketing strategy formulation. Originality/Value: In the Indian context, this is the first time customer loyalty has been studied from the perspective of Oliver's four stage loyalty model.

스마트폰 앱 스토어의 서비스 품질이 재구매 의도에 미치는 요인에 관한 실증연구

Recent trends of mobile convergence has already brought about many changes in our digitally-powered society. Especially, taking advantage of strengths of existing mobile devices and smart phones have already been established as a primary standard in the business intelligence world. Such high-powered digital devices equipped with mobile convergence functions are getting more momentum as app stores are prevailing. Basically, the app stores are administered by smart phone manufacturers, creating a new business ecosystem among app developers and end-users. However, there are paucity of studies tackling an issue about how users' repurchase intention of the apps is influenced by the service qualities of the app stores. In this respect, this study aims to investigate the effect of app store service quality on users' satisfaction and repurchase intention. As the value of loyal customers is incomparably high in app commerce, winning customers' loyalty is vital to the success of app stores. In this study, a customer is defined as one who has purchased goods or services at least once from the app stores. The proposed research model includes a number of constructs such as app perceptions, customer service, perceived ease of use, design, promotion, perceived consumer risk and connectivity. Empirical results revealed that perceived consumer risk has a negative relationship with consumer's perceived repurchase intention. All the other variables-app perceptions, customer service, perceived ease of use, design, promotion, connectivity- are found to be positively related with the repurchase intentions.

Retail Store Service Quality: Insights from Indian Retail

Services have surpassed other sectors in terms of contributing to the economic growth and enhancing consumers lifestyle. Retail in particular is touching new horizons by being organised and modernized. Retail structure has undergone tremendous transformation. Retail has found a prominent place in consumers life by providing them with enriched experiences. However, the inviting retail sector is not left untouched by the powerful environmental forces. As the modern retail opens up possibilities of profit and expansion, it also carries with it the risks associated with management of complex retail operations and the ever-changing customer needs and demands. Researchers and practitioners have identified service quality as a key to gain competitive superiority and sustain effectively in the marketplace. In this background, the present paper seeks to explore the service quality perceptions across demographics in order to understand the differences among the customer segments and thereby uncover crucial service quality parameters for the retailers to empahsise upon.

An Investigation Of Perceived Service Quality In Online Shopping: A Hierarchical Approach

Online retailing is a new but fast growing phenomenon in many countries around the world. The fast pace at which it is growing is resulting in stiff competition on the online market space. Many firms now realise that they cannot only rely on low prices as a source of competitive advantage and are looking for other effective ways of differentiating themselves so as to attract more customers and enhance their satisfaction with their online stores. This paper investigates online store service quality as a source of competitive advantage for online stores. Data was collected from a total of 201 online shoppers from Gauteng South Africa using a structured questionnaire. The findings show that online store service quality as reflected by platform quality, interaction quality and outcome quality has significant influence on customers attitude towards online stores as well as their behavioural response in terms of engagement in positive word of mouth. The findings also show that attitude is not a significant mediator of the relationship between online store service quality and customers behavioural response of positive word of mouth. The findings have wide implications of management of online retail stores and these have been highlighted in the paper.

A comparison of customer perceived service quality in discount versus traditional grocery stores

Purpose – The overall purpose of this study is to enhance the understanding of customer perceived service quality within grocery retailing in a North European context. We do this by comparing customer perceived service quality evaluations of the traditional supermarket store with evaluations of the discount store. Design/methodology/approach – This study is based on empirical data from four store cases (two traditional and two discount stores), including information gained from a total of 542 respondents. In the study, we have used and tested a model of grocery store service quality, presented in Vázquez et al. (2001), with structural equation modelling (LISREL) and traditional multivariate analysis (SPSS). Findings – The ability of the Vázquez et al. (2001) model to capture customer perceived quality was below 40 per cent for both concepts which signals limited relevance and that important dimensions in the service evaluation could be missing for both of the two concepts, at least in a North European context. The results show that the traditional supermarket outperforms the discount stores on all service aspects but availability and reliability. When comparing the determinants of the service quality evaluation, the two concepts are very similar. Finally, the overall results regarding determinants of service quality show resemblance to retail studies in other countries and cultures. Research limitations/implications – This study has been limited to investigate service quality in Sweden and from two out of at least five possible retail concepts. As the explanatory power of the model is limited, future studies should explore other possible determinants of service quality, e.g. the role of technological innovations. Practical implications – Kotler and Keller (2012) proposes five generic differentiation strategies: product, service, people, channels and image. The results suggest that traditional grocery stores that choose to differentiate and position themselves by focusing on service rather than physical product differentiation should work with assortment issues as well. In order to decide which aspect of service to choose and promote, companies should emphasise differences that are considered important by customers, distinct from competitors and superior in terms of delivering the overall benefit – in this case – in terms of service quality. The results show that the policy dimension would satisfy all three criterions. Social implications – The study enhances the understanding of customer perceived service quality within grocery retailing, specifically in comparison between the supermarket and the discount store concept. Originality/value – This study is the first to focus on whether there is a divergence in service quality and service quality measuring between the traditional supermarket concept and the growing discount concept, and if so to what extent. Furthermore, it is a test of a model that has gained acceptance in Latin and South European countries, but in the context of Northern Europe.

Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers

This paper studies the influence of offline RSSQ (retailing store service quality), online store ESQ (E-service quality) and O2O MCISQ (multi-channel integration service quality) on traditional retailers' customer loyalty as well as the relation of them three in multi-channel retailing. 380 customers with both offline and online shopping experience at the same retailer's store are investigated. Through the structural equation model, we find out that in multi-channel retailing, RSSQ and MCISQ have a positive influence on customer loyalty; RSSQ and ESQ have a positive influence on MCISQ; the influence of ESQ on customer loyalty is not significant; ESQ has a strong correlation with RSSQ. These conclusions indicate that on one hand, retailers should focus more on RSSQ and ESQ, because they contribute to improve MCISQ. On the other hand, retailers should strengthen the coordination between RSSQ and ESQ in order to further enhance MCISQ and as a result, the customer loyalty.

패션제품 소비자의 의복소비가치에 따른 점포 서비스품질 및 관계혜택 중요도

This study examines the differences in store service quality and relationship benefits according to clothing consumption values. This study has collected data from adult consumers in their 20s to 60s via offline and online surveys. A total of 459 survey responses were used for the final analysis. The results of this study were as follows. First, clothing consumption values were com-posed of 4 factors: emotional, conspicuous, individuality, and practical value. In light of the ten-dency of consumers’ clothing consumption values, consumers have been grouped into 3 con-sumption groups: hedonic, practical, and practicalsymbolic. Second, consumers considered price policyproduct quality, salesperson, product assortmentpromotion, and convenience of store service quality in the order of importance. Regarding the relationship benefit, consumers consid-ered psychological benefit, economic benefit, informative benefit and social benefit in the order of importance. Third, regarding the importance in service quality for clothing consumption value group, practicalsymbolic consumption group and practical consumption group considered price policyquality service more important than hedonic consumption group, and practicalsymbolic consumption group considered product assortmentquality, promotion service, salesperson service, convenience of store service more important than other groups. Fourth, regarding the importance of relationship benefits for the clothing consumption value groups, practicalsymbolic con-sumption group considered informative benefit and social benefit more important than other groups. The practicalsymbolic consumption group and practical consumption group considered psychological benefit more important than the hedonic consumption group. Key words: clothing consumption values(), relationship benefits( ), service quality( )

온라인 중고서점의 서비스 만족 요인 분석에 관한 연구

과거 중고서적 구입하는 경우 고객들은 헌책방을 주요 구입창구로 활용하였지만 인터넷의 발전 및 IT기기들이 확대되면서, 가격 경쟁력과 편의성 측면에서 우위를 가진 온라인 중고서점 매장을 구입처로 선호하는 고객들이 빠르게 증가하였다. 그러나 최근에는 기존의 헌책방의 개념을 벗어난 '온라인의 장점과 오프라인의 장점'을 가진 신개념 오프라인 중고서점이 경기침체 속 하나의 대안으로 각광받고 있는 추세이다. 본 연구에서는 대표적인 서비스 품질 측정 기법인 SERVQUAL 지표를 활용하여 최근 각광받고 있는 신개념 오프라인 중고서점 알라딘 매장에 대한 고객의 서비스 만족 요인을 규명하고자 한다. 우선 SERVQUAL 지표를 활용하여 신개념 오프라인 중고서점 알라딘 매장에 맞는 서비스 품질 요인을 선별해 낸 후, 고객 설문을 통하여 재 구매의도에 영향을 주는 주요 요인들을 분석하였다. 본 연구의 결과는 기존 헌책방을 비롯한 중고서점의 서비스 품질 제고 및 고객전략에 도움이 될 것으로 기대된다. In the past, customers utilize a secondhand book market as a major counter for their purchasing used books. With expansion of internet and IT devices, many customers would like to buy their used books in an on-line secondhand book store which has more price competitiveness and ease. Nowadays a new concept off-line secondhand book market which has the advantages of both on-line and off-line is a growing trend instead of existing secondhand book markets in the economic recession. In this study, we established customer service satisfaction for 'Aladin store', which is the advanced concept off-line secondhand book store, with the most typical service quality test technique SERVQUAL. First, we selected appropriate service quality factor for the advanced concept off-line secondhand book market such as Aladin store. After that, we analyzed which factors are influencing repurchase intentions, through customer survey. The conclusion provides the secondhand book store's service quality improvement and strategy toward customer satisfaction including the existing used book stores.

Perceived Quality, Perceived Value and Repurchase Decision in Online Shopping Context

During the late few years, online group-buying auction has grown quite a fashion style, the consumers can buy favor commodities and services in real stores but they can also get them online store, which makes more choices for online users. Hence, how to retain customers repeat purchase behavior is urgent for the success of online shopping. Depending on relationship quality, the research analyzes the repurchase behavior in an online shopping context. The correlation among perceived service quality(website service quality, store service quality), perceived value, relationship quality and repurchase intention, by use of examining online consumers intentions to shape consumers’ repurchase behavior. Moreover, our research model investigates that relationship quality and perceived value play as the key predictor in the impact of repurchase intentions. Data collected from 246 of GROUPON website’s users keep strong support for research model. Finally, the research provides appropriate comments and suggestions regarding the academic and practical meanings of these findings, including research limitations and future research direction.

Consumer Service Quality Assessments and Future Revenues in Small Businesses: A Case Study

This study is based on shopper assessments of grocery store services. It suggests that there is a direct relationship between consumers' attitudes regarding a store's service quality and their intent to continue to choose that store for much of their ongoing shopping needs, given that the service remains the same or improves. The findings, while limited, posit a possible connection between service quality satisfaction and potential ongoing revenue. In addition, it is suggested that store pricing, store formats, and shopping enjoyment may mitigate ongoing choice. The findings should encourage service-focused small businesses not currently doing so to consider putting quality measurements in place to guide the satisfaction-revenue connection.

Does E-Store Service Quality Affect Customer Loyalty?

This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data was then used to test models of e-store service quality and e-store customer loyalty and to assess the relationship between them. Six determinants of performance based service quality for an e-store were tested for validity and reliability. These determinants were “ease of use”. “empathy”, “merchandise”, “security”, “product delivery”, and “purchase option”. Customer loyalty determinants that were identified were “word-of-mouth communication”, “purchase intention” and “complaining behaviour.” A strong positive association between e-store service quality and e-store customer loyalty was found.The paper integrates previous literature on service quality and customer loyalty and develops valid and reliable measures of performance based e-store customer service quality and e-store customer loyalty.

주관적 연령이 의류점포의 서비스품질 지각, 만족 및 재구매의도에 미치는 영향 - 실버소비자들의 라이프스타일 유형을 중심으로 -

The purpose of this study was to investigate the effects of cognitive age on service quality, consumer satisfaction, and repurchase intentions across the elderly's lifestyle types in the apparel store. Data were obtained from 853 women in the 50's and 60's living in Busan, and were analyzed by factor analysis, Cronbach's alpha, cluster analysis, one-way ANOVA, Duncan test, and path analysis using SPSS WIN 12.0 and LISREL 8.53. The results showed that the lifestyle of elderly consumers was classified into three factors, such as Active self-fidelitist, Economy family-oriented, and Passive-stagnant. Service qualities perceived by the elderly in apparel stores were composed of Personal Service, Facilities Service, Product Service, and Policy Service. Generally, the younger cognized their ages most of the elderly were the more importantly perceived store service quality, the greater satisfied with apparel store services, and the more intended to repurchase apparels at a store. However, economic family-oriented elderlys were the younger cognized their ages, the less satisfied with the apparel service. Additionally, personal and policy services of the apparel store were important variables for elderlys' satisfaction with store services. The findings provide potential explanations and managerial implications for the elderly market.

Purchasing Behavior of Hairdressing Services on Cognitive Age of Silver Consumers

Recently, silver consumers were became new consumption market. The purpose of this study were to find out the relationships among cognitive age and variables related to hairdressing purchases in hairdressing shop. Data were obtained from 853 women in the 50's and 60's who living in Busan. Data were analyzed by frequency analysis, descriptive analysis, factor analysis, Cronbach's alpha and, -test, t-test using SPSS WIN 12.0. The results of the study were as follows: First, Service quality of hairdressing shop were consisted of Personal Service, Facilities Service, Skill Service, and Policy Service. Second, Silver consumers' cognitive age influenced purchase behavior of hairdressing services. Most of respondents were perceived themselves to be younger than their chronological ages. Repurchasing intention of silvers who were active and self-fidelity or perceived themselves cognitively younger were more likely to be influenced by store service quality and consumer satisfaction. This study provides an insight into silver fashion marketers and retailers for developing market strategies for silver fashion market. Implications are drawn for the information useful to consumer behavior researchers and retailers of the silver fashion market.

의류제품과 미용서비스 구매시 점포서비스품질이 실버소비자만족 및 재구매의도에 미치는 영향

Recently, the growing of the aging population by medical and science development, silver consumers were became new consumption market. The purposes of this study were to investigate the effects of service quality on consumer satisfaction and repurchase intention in the apparel store and hairdressing shop. Data were obtained from 853 women in the 50's and 60's who living in Busan. Data were analyzed by frequency analysis, factor analysis, Cronbach's alpha, 1-test, and path analysis using SPSS WIN 12.0. The results of the study were as follows: First, service qualities of apparel store were composed of Personal Service, Facilities Service, Product Service, and Policy Service. Service quality of hairdressing shop were consisted of Personal Service, Facilities Service, Skill Service, and Policy Service. Second, repurchasing intention was differently influenced by perceived store service quality and consumer satisfaction when purchasing apparel products and hairdressing services. Salesperson or hairdresser was the most important variable for silver consumers' satisfaction, which influenced the repurchase intention of apparels or hairdressing services. This research extends a domain of fashion market research from the product to the service. Additionally, this study provides an insight into silver fashion marketers and retailers for developing market strategies for silver common. Implications are drawn for the information useful to consumer behavior researchers and retailers of the silver fashion market.

Measuring Retail Service Quality: An Empirical Assessment of the Instrument

Retailing in India is growing at the rate of about 18-20 per cent per annum. As part of its strategy to gradually open it up to foreign competition, the government is also in the process of increasing foreign direct investment in the retail sector. At the same time, the urban consumer is becoming more discerning and demanding as far as the lifestyle is concerned. Urban Indian household income and purchasing power are also on the rise. Under such circumstances, the success of organized retailing in India mainly depends on delivery of services through quality improvements. In service organizations, customer-perceived service quality is considered as one of the key determinants of business performance. So far, in the Indian context, there is a dearth of tested instruments which can measure customer-perceived service quality of a retail store. At the same time, instruments developed in other countries have not been tested for their applicability in the Indian retail industry. It is in this context that this paper reports on the application of Dabholkar, Thorpe and Rentz's (1996) retail service quality scale in measuring the gap between the customers' expectations and their perceptions about the service quality of retail stores in India. Statistical analyses were performed to test the dimensionality of service quality and to examine the reliability of the scale. Finally, the analysis of the gap scores was used to suggest relevant improvements in the retail store service quality. The results indicate the following: Although the instrument was found to be quite reliable, the gap scores did not merge into five dimensions of service quality as proposed by the scale developers; rather, the gap scores roughly merged into nine dimensions. The instrument and the five dimensions of service quality may need considerable restructuring. A few statements which showed considerable reliability problems should be restated or substituted by more relevant statements. The instrument may not be applicable to the retail sector in India without further restructuring. Further research is necessary to understand retail store service quality in India. The analysis of the gap scores indicates that the highest perceived service gap lies in the policies of the retail stores, particularly, parking facilities provided by them. Apart from this, all other statements also show a negative gap implying the need for considerable improvements in retail service quality. Therefore, as organized retailing develops in India, retail stores in India will have to improve the quality of their services significantly in order to compete successfully in the global marketplace.

Two-stage fuzzy evaluation of department store service quality based on the statistical data

The department store industry encounters a strict competition situation in Taiwan, hence, how to increase the competition ability, especially service quality, becomes the crucial issue in this matter. This paper focuses on the service quality of department store and proposes the evaluation procedure of service quality based on fuzzy theory. By applying PZB (Parasuraman, Zeithaml, and Berry) model, we adopt statistical data from a survey of one thousand customers to set up confidence intervals of service quality. We develop fuzzy assessment procedures by transforming confidence intervals to fuzzy numbers and using related centroid method. It is expected that the assessment so attained should be more objective.